3PL Customer Service Representative

Job Description

Job Description

3PL Customer Service Representative

Job Description

 

The Customer Service Representative (CSR) serves as the primary point of contact between the warehouse operation and assigned customer accounts. This role is responsible for managing customer communications, processing orders, coordinating inventory transactions, and ensuring service level expectations are met. The CSR works closely with warehouse operations, transportation providers, and customers to deliver exceptional service and support efficient supply chain execution.

 

Key Responsibilities:

Customer Account Management

• Serve as the primary contact for assigned customer accounts.
• Respond promptly to customer inquiries regarding orders, inventory, shipments, and service requests.
• Build and maintain positive customer relationships through professional communication and issue resolution.
• Provide updates on order status, inventory availability, and shipment tracking.

Order Processing & Inventory Control

• Process inbound and outbound orders accurately within the Warehouse Management System (WMS).
• Monitor order flow to ensure timely fulfillment and shipment.
• Coordinate inventory adjustments, cycle count inquiries, and discrepancy investigations.
• Verify order accuracy and resolve exceptions prior to shipment.

Operational Coordination

• Work closely with warehouse supervisors and operations teams to prioritize customer requirements.
• Schedule inbound deliveries and outbound shipments.
• Communicate special handling, customer-specific requirements, and service expectations to warehouse personnel.
• Assist in coordinating transportation and carrier communication as needed.

Reporting & Documentation

• Prepare and distribute daily, weekly, and monthly customer reports.
• Maintain accurate records of customer transactions and communications.
• Ensure compliance with customer SOPs and company procedures.

Problem Resolution

• Investigate shipment discrepancies, damages, shortages, and inventory variances.
• Collaborate with internal departments to identify root causes and implement corrective actions.
• Escalate unresolved customer concerns appropriately and follow through to completion.
• Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Problem Resolution

• Investigate shipment discrepancies, damages, shortages, and inventory variances.
• Collaborate with internal departments to identify root causes and implement corrective actions.
• Escalate unresolved customer concerns appropriately and follow through to completion.
• Support continuous improvement initiatives to enhance customer satisfaction and operational efficiency.

Qualifications

Education & Experience

• High school diploma or GED required; Associate's or Bachelor's degree preferred.
• 2+ years of customer service experience in a warehouse, logistics, transportation, or supply chain environment preferred.
• Experience working in a third-party logistics (3PL) operation is a plus.
• Familiarity with Warehouse Management Systems (WMS), ERP systems, and Microsoft Office applications.

Skills & Competencies

• Strong customer service and relationship management skills.
• Excellent verbal and written communication abilities.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize in a fast-paced warehouse environment.
• Problem-solving and conflict-resolution capabilities.
• Proficient in Microsoft Excel, Outlook, and data entry systems.
• Ability to work independently and collaboratively across departments.

Performance Metrics

• Order processing accuracy
• Customer satisfaction levels
• On-time shipment performance
• Inventory accuracy support
• Response time to customer inquiries
• Resolution of service-related issues